The need to be fast, agile and ahead of the curve on all levels of customer service is no longer a ‘nice idea,’ it’s a business imperative.
The worst kind of crisis to be in is one where you don’t realise there is a crisis – the unmanaged crisis, the one that is impacting your business holistically, but you don’t realise it. It is the crisis that you manage in cottage industries across the organisation, the crisis that is impacting customer service, agility to deliver, and worst of all, impacting the bottom line for shareholders and owners.
